When people call 9-1-1, they’re often experiencing one of the most stressful moments of their lives, and uncertainty about what happens next can add to that stress. E-Comm 9-1-1 and the Abbotsford Police Department (AbbyPD) have partnered on a new public education initiative to help residents better understand how emergency calls are handled and what to expect when they reach out

for help.

Timed with National Police Week (May 10–16,), the initiative includes a short

video designed to address common misconceptions about the 9-1-1 process -

particularly the concern that answering questions may delay emergency response.

In reality, emergency response begins immediately.

“When you call 9-1-1 in Abbotsford, a team of professionals at E-Comm starts working

right away to get you the help you need,” said Sergeant Paul Walker of the Abbotsford

Police Department. “In urgent situations, officers are often dispatched while you’re still

on the line.”

Information provided by callers is shared in real time between call takers, dispatchers,

and responding officers. This continuous flow of communication allows first responders

to assess risks, prepare for the situation, and respond as effectively as possible before

arriving on scene.

Even after dispatch, call takers remain on the line whenever possible to gather

additional details and provide reassurance. This ongoing communication plays a critical

role in ensuring responders have the most accurate and up-to-date information.

“When people dial 9-1-1, it’s often during one of the most difficult moments of their

lives,” said Carly Paice, Communications Manager for E-Comm 9-1-1. “The goal of this

initiative is to provide clarity and reassurance, so callers know there is someone on the

other end guiding them through the situation while help is already on the way.”

The initiative also highlights the accessibility of emergency services for Abbotsford’s

diverse community. Interpretation services are available for callers who require

language support, ensuring that language barriers do not prevent people from getting the assistance they need.

The accompanying video provides a behind-the-scenes look at the coordination

between call takers, dispatchers, and police officers, reinforcing how quickly and

collaboratively emergency response unfolds.